Senior Patient Services Assistant - Birmingham Division
Modality Partnership
Smethwick, B66 3BQ
Salary
£14.15
Contract
Permanent
Hours
Not specified
Closing date
13 September 2026
13 days left
Job description
Ready to take the next step in your career? Join us as a Senior Patient Services Assistant within the Birmingham Division of Modality Partnership. If ...
This is a combined leadership and operational role. You will:
- Line manage and support the PSA team to deliver high-quality reception and administrative services
- Ensure the smooth running of patient-facing and back-office functions
- Confidently handle and support complex or escalated patient queries
- Proactively signpost patients to the appropriate clinician or service
- Promote consistent ways of working to improve patient and staff satisfaction
- Use digital systems and MS Office applications effectively
To thrive in this role, you will also have:
- Proven experience in administrative or operational roles within healthcare or primary care
- Strong organisational skills and the ability to prioritise and manage competing workloads
- Effective communication and leadership skills to support teams and stakeholders
- Ability to work flexibly, think innovatively, and deliver solutions to improve day-to-day processes
- Experience collaborating with multiple teams, divisions, or boards to achieve strategic objectives
You will need to remain calm under pressure, de-escalate conflict where required, and lead by example in delivering excellent customer service.
If you are looking for a rewarding opportunity where you can lead, innovate, and make a meaningful difference to both patients and colleagues, we want to hear from you. Apply now and take the next step in your leadership journey with Modality Partnership.
We reserve the right to close this vacancy early.
Please refer to the supporting documents section to retrieve the JD detailing the core responsibilities of this role.
You will love this job if you have a passion for delivering high quality patient services, thinking outside the box, managing a small team of individuals and you are able to de-escalate conflict and manage stressful situations whilst supporting along with the team to deliver high quality customer service.
If you feel this is the ideal career advancing opportunity for you and you want to rise to the challenge, we welcome an application for you to join our growing team of likeminded people.
If you are looking for a rewarding opportunity where you can lead, innovate, and make a meaningful difference to both patients and colleagues, we want to hear from you. Apply now and take the next step in your leadership journey with Modality Partnership.
Pre-employment Requirements
- Vaccinations: Vaccination status will be reviewed for risk management purposes. Some vaccinations are mandatory where applicable.
- Right to Work: Proof of UK working eligibility required at interview stage. Sponsorship is not available for this role.
- References: Two references required prior to employment, including your current or most recent employer.
- Employment History: Any employment gaps of 6 weeks or more must be explained.
Our Birmingham practices are part of
Modality Partnership, one of the UKs largest GP super-partnerships, serving
over 500,000 patients with a workforce of more than 1,800 staff.
We
continuously innovate to improve patient care and staff experience, embracing
digital tools and automation to enhance how services are delivered.
In this
role, you will develop a strong mix of leadership, digital, and operational
skills while contributing to service improvement across the division.
All
employees have access to clear career development pathways. We value diversity
and are proud to be an Equal Opportunities Employer, committed to fair
treatment in line with the Equality Act 2010.
Knowledge
Essential
- Customer service principles and practices
- Basic medical terminology
- Reception protocols
- Basic telephone call management, including taking and transferring calls
- MS Word, Outlook, Excel, and other relevant software packages
Desirable
- Knowledge of / experience from within NHS/General Practice
- Previous call-handling experience
- Basic HR knowledge
- NHS systems
Skills
Essential
- Customer service orientation
- Excellent listening, communication, and interpersonal skills
- Problem-analysis and problem-solving
- Administrative and organisational skills
- Ability to follow policies, practices, and protocols
- Stress tolerance
- Ability to handle patients (both on the telephone and in person) who may be angry, upset, or distressed
- Computer-literate and adaptable in using different software
Personal Qualities
Essential
- Confident and welcoming demeanour
- Professional approach to work
- Good telephone manner
- Strong team player
- Smart appearance
- Exercises tact and discretion at all times
- Demonstrates initiative to handle any unforeseen events during a shift.
- Demonstrates flexibility towards new working practices and towards working hours
Qualifications
Essential
- NVQ Level 2 or equivalent experience
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
26 August 2026
Last checked
28 August 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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